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Saying Sorry Still Works In This Crazy World

On my previous post, I’ve mentioned about perception and what power it beholds. Truth be told, perception is everything in the marketing world as far as I know. You can have the best product in the world, but if perception dictates otherwise, you do not have the best product in the world. When you launched a so so product early in its life cycle and develop it to be perfect later on, people will perceive the product to be so so, especially if said people didn’t purchase/use that product again later in its life cycle.

However, perception can be created or altered even though it takes time to do it. XBOX 360 for example, this latest gaming system from Microsoft is considered to be the next generation system with the widest range of game available to date. Nintendo Wii might be the most popular and Sony PS3 might have the popularity “heritage” from its PS2 days, but XBOX 360 with Microsoft first mover advantage has gained considerable market time and game availability that surpass both Sony and Nintendo next generation console. However, Microsoft’s XBOX 360 isn’t exactly reliable as every console there is in the world, because of the tragic red ring of death. But, thanks to Microsoft swift response, the warranty has been extended for the XBOX 360 and people can replace/repair their damaged system for free. At least in the USA, or every country which they have an official representative… Sadly my country is not in the list, and I have to repair my XBOX 360 to a local technician, but it gets the job done as the problem has been isolated to weak cooling mechanism.

With people perceiving that Microsoft has failed delivering a reliable gaming system, it’s only a matter of time before people jump ships to other next generation gaming system right? Well not really… Microsoft reputation was blemished for sure with the XBOX 360 fiasco but their constant marketing effort to “apologize” to their customers is highly regarded. Microsoft blew the cooling mechanism, and they offer an extended warranty, XBOX live downtime, and they offer free download of games. It seems that saying sorry is still applicable in this crazy world after all, if not, people would just flock to PS3 and Wii (if only their games library is as extensive as XBOX 360).

Now this is one example I share to all of you how perception can be altered. Next up, we will talk about how perception creates brand image through the means of knowledge and experience, and how it brings down Acura marquee.